Senior Digital Customer Success Strategy Manager

• Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve
• Embed value-based outcomes and success plans across segments, leveraging a standard outcome-based frameworks
• Report program performance and impact to executive stakeholders, steering committees, and cross-functional partners
• Drive Customer Success Outcomes – increased renewal rates and reduce churn, expand our revenue in accounts through cross-sell, influence future lifetime value through higher product adoption and drive new business growth through greater advocacy
• Own customer retention and strategies for long-term customer relationship management
• Define and Optimize the Customer Lifecycle
• Ensure smooth transitions and positive Customer Experiences from Sales to Support and renewal, including the ability to identify and act on opportunities to advocate for the customer
• Recruit, develop and lead the Customer Success Engineers and Managers, who serve as the voice of our customers and drive high levels of customer satisfaction
• Own escalations from customers and Account Teams and represent them amongst all levels of the business
• Responsible for measuring, managing, and improving customer health, engagement, and value realization to ensure that investments made achieve the planned results
• Effectively synthesize and communicate customer needs to other parts of the business, and act as a customer champion within the company
• Work collaboratively and influencing other departments to promote customer satisfaction success and implement solutions

• Bachelor’s degree in Business Administration, Computer Science, or related field
• MBA desired
• 8+ years in a Customer Success/Experience or Account Management (or similar) role with responsibility for delivering measurable Customer Success results
• 3+ years in a leadership role for a high growth technology business
• Must possess a customer-centric mindset and have the ability to prioritize the customers’ needs and manage to their expectations
• Familiarity with AI tooling, journey orchestration, and agentic models in CS
• Demonstrated success in cross-functional leadership across Product, Marketing, and R&D
• Excellent communication and executive stakeholder management skills
• Execution-focused mindset and ability to influence at executive and technical levels
• Strong Servant Leader mindset and motivational skills
• A proven leader who builds highly engaged teams, acts as mentor /coach to motivate and holds the team accountable to delivering an exceptional customer experience
• Strong attention to detail and superior organizational skills
• Ability to work in a fast-paced, results-oriented and team-oriented environment
• Deep understanding of value drivers in recurring revenue business models
• Self-motivated and comfortable with a willingness to roll up your sleeves to get the job done

Enterprise software experience

• Comprehensive health, dental and vision coverage
• generous parental leave policies
• access to our Employee Assistance Program and various Wellness programs
• a 401K with company matching
• a Lifestyle Spending Account
• unlimited vacation policy